Research published by ContactBabel, the contact center industry analysts, reveals that the past 2 years have seen a jump in complaints about US contact center operations, rising from almost 550m negative calls in 2008 to over 770m in 2010.
Generally, the economic downturn has driven more consumers to display negativity, stress and intolerance of mistakes, as well as there being general under-investment by companies, which has worsened the problems with the business processes and contact center systems that cause many of these complaints. Negative feelings, particularly towards financial services institutions, have created many very unhappy customers who are now far more prone to complain than had previously been the case.
Proportion of calls received that are complaints about contact centers, by vertical market
Telecoms: 4.2%
Finance: 2.1%
Outsourcing: 2.0%
Services : 1.8%
Public Sector: 1.3%
Medical: 1.3%
Retail & Distribution: 1.1%
IT: 1.1%
Insurance: 0.6%
Utilities: 0.5%
Transport & Travel: 0.1%
Average: 1.7%
More information on contact centers can be found at www.SupportIndustry.com.
No comments:
Post a Comment